Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather Thompson

Taylorville

Summary

Accomplished Home Care Aide and Service Coordinator Supervisor with a proven track record at Addus Home Health Care, enhancing patient wellbeing and streamlining service coordination for improved efficiency. Expert in care plan management and patient transportation, with a knack for fostering positive relationships. Achieved a significant increase in customer satisfaction and employee retention through effective leadership and empathy.

Overview

17
17
years of professional experience

Work History

Home Care Aide

Help at Home
10.2023 - Current
  • Provided companionship to patients, fostering positive relationships and emotional wellbeing.
  • Performed light housekeeping tasks as needed, creating a clean and comfortable environment for patients to thrive in.
  • Assisted patients with daily living activities, promoting independence and quality of life.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
  • Cooked tasty, nourishing meals for patients to promote better nutrition.
  • Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
  • Delivered skilled personal care assistance such as bathing, grooming, dressing, toileting support which enhanced hygiene levels for patients.
  • Utilized adaptive equipment as needed to assist patients in completing daily tasks safely and effectively.
  • Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
  • Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
  • Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.

Service Coordinator Supervisor

Addus Home Health Care
10.2020 - 09.2023
  • Collaborated with other departments to develop seamless processes, improving overall company efficiency and customer satisfaction levels.
  • Reduced client complaints by actively addressing concerns and implementing timely solutions.
  • Oversaw daily operations of the service coordination department, ensuring all tasks were completed accurately and on time.
  • Enhanced team productivity by providing consistent coaching, feedback, and support to service coordinators.
  • Implemented new training programs for service coordinators, leading to improved performance levels and increased employee retention.
  • Promoted a positive work environment through open communication channels and regular team-building activities among staff members.
  • Developed strong relationships with clients and vendors, resulting in increased satisfaction rates and repeat business.
  • Conducted regular performance appraisals, identifying areas for growth and providing constructive feedback for professional development.
  • Improved service coordination by implementing efficient scheduling procedures and streamlining communication channels.
  • Maintained accurate records of all client interactions and services provided for quality assurance purposes.
  • Participated in industry conferences and training sessions, staying current on best practices and trends to maintain a competitive edge within the field of service coordination.
  • Resolved customer complaints and issues to drive satisfaction and loyalty.
  • Assessed customer needs and developed solutions to meet needs.
  • Maintained accurate records and full compliance with government regulations and agency guidelines.
  • Coordinated and monitored service activities to confirm work met all requirements.
  • Communicated with clients and service providers to provide updates on work progress.
  • Provided leadership, guidance and support to staff members.
  • Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
  • Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles.
  • Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.
  • Trained and mentored multiple new personnel hired to fulfill various roles.
  • Coordinated background check procedures, ensuring compliance with relevant legal regulations while maintaining candidate privacy rights.
  • Supervised background check processes for potential employees or volunteers, contributing to a safer work environment within the police department.

Home Care Aide

Addus Home Health Care
09.2014 - 08.2020
  • Provided companionship to patients, fostering positive relationships and emotional wellbeing.
  • Performed light housekeeping tasks as needed, creating a clean and comfortable environment for patients to thrive in.
  • Assisted patients with daily living activities, promoting independence and quality of life.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
  • Cooked tasty, nourishing meals for patients to promote better nutrition.
  • Delivered skilled personal care assistance such as bathing, grooming, dressing, toileting support which enhanced hygiene levels for patients.
  • Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
  • Utilized adaptive equipment as needed to assist patients in completing daily tasks safely and effectively.
  • Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
  • Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
  • Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
  • Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
  • Assisted disabled clients to support independence and well-being.
  • Facilitated transportation for medical appointments and errands, supporting patient mobility and access to necessary services.
  • Enhanced patient comfort by providing attentive and personalized home care services.

Customer Service Representative

MAI
07.2013 - 08.2014
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Restaurant Shift Manager

Burger King
10.2007 - 05.2013
  • Addressed customer concerns, complaints and questions, resulting in outstanding customer service ratings.
  • Assigned tasks to employees and oversaw opening and closing of restaurant.
  • Excelled in every store position and regularly backed up front-line staff.
  • Oversaw cash handling procedures, maintaining accurate records and minimizing discrepancies in daily financial reports.
  • Trained new hires on company policies, procedures, and customer service expectations, contributing to a well-prepared workforce.
  • Monitored employee food handling, safety and uniform requirements.
  • Demonstrated strong leadership by setting a positive example for team members, consistently adhering to company policies and maintaining an unwavering commitment to excellent customer service.
  • Trained restaurant employees to prepare food, operate cash registers and keep restaurant clean throughout shift.
  • Maintained a clean and welcoming dining environment, conducting regular inspections to ensure adherence to health and safety standards.
  • Enhanced customer satisfaction by efficiently managing front-of-house operations and addressing guest concerns promptly.
  • Cross-trained crew members on different duties to increase coverage.
  • Observed cash handling and security procedures during shifts to recognize and address issues with staff.
  • Coached crew during food preparation, controlled production levels and tracked waste to manage costs.
  • Improved employee morale through regular recognition of outstanding performance and providing opportunities for professional growth.
  • Ensured timely resolution of customer complaints by taking immediate corrective action when necessary and following up with guests after their visits.
  • Checked and monitored inventory levels to reorder items.
  • Facilitated smooth shift transitions by keeping detailed logs of crucial information such as staffing changes or issues that arose during previous shifts.
  • Conducted regular performance evaluations for team members, providing constructive feedback and setting clear goals for improvement where needed.
  • Managed the daily activities of up to 25 staff members, providing guidance and support while ensuring accountability for individual performance.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Communicated with health inspectors during inspections and resolved issues found.
  • Implemented new menu items successfully, coordinating with chefs and kitchen staff to ensure consistent quality and presentation.
  • Streamlined inventory management processes, reducing waste and lowering overall food costs for the restaurant.
  • Monitored daily cash flow, ensuring accuracy in transactions and deposits.

Education

CNA - CNA

NewStart
Springfield
2007

No Degree -

Lincoln Land Community College
Springfield, IL

GED -

Lincoln Land Community College
Springfield, IL
12-2004

Skills

  • Client documentation
  • Meal preparation
  • Medication administration
  • Patient transportation
  • Care plan management
  • Progress documentation
  • Case management
  • Care plan adherence
  • Patient care
  • Personal hygiene assistance
  • Patient transport
  • Documentation
  • Schedule management
  • Safety procedures

Timeline

Home Care Aide

Help at Home
10.2023 - Current

Service Coordinator Supervisor

Addus Home Health Care
10.2020 - 09.2023

Home Care Aide

Addus Home Health Care
09.2014 - 08.2020

Customer Service Representative

MAI
07.2013 - 08.2014

Restaurant Shift Manager

Burger King
10.2007 - 05.2013

CNA - CNA

NewStart

No Degree -

Lincoln Land Community College

GED -

Lincoln Land Community College

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Heather Thompson